By 2015, more than half of the world’s formal contact centers will include a level of customer participation and engagement in the service process in real time.

For the next six years, most large customer service contact centers (200 agents and greater) will use a hybrid collection of customer software developed in-house, together with packaged software, but rarely a software suite from just one provider.

Software as a service (SaaS) in particular, and cloud computing in general, will open new opportunities to introduce social media into the customer service contact center, due to lower complexity and faster speed of implementation.

The need to be aware of, support and integrate users of Facebook, Twitter and off-portal communities is causing organizations to redesign existing/old service processes, and to identify potential process silos.”

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MARKETING IN THE DIGITAL WORLD

German Digitalization Consumer Report 2014

Our Special Issue on Social Media 2013

German Social Media Consumer Report 2012/2013

About us

The Digitalization Think:Lab is a group of passionate social media and digitalization researchers and practitioners coming from the University of Münster’s Marketing Center as well as Roland Berger Strategy Consultants. With this blog, we want to provide a platform that collects the latest research results from top scientists and leading social media experts.

Knowledge grows the more you share it. Please feel free to contribute and exchange your thoughts and opinions with us. more

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Thorsten, Björn, Egbert, and Jonas

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